United Nations Public Service Awards Case Studies

The Companies Division is a service provider.

The primary role of the Companies Division, which falls under the aegis of the Ministry of Finance and Economic Development, is to administer the Companies Act 2001, the Business Registration Act 2002 and the Code de Commerce 1985.

The Companies Act 2001 provides for the incorporation, registration and striking-off of companies as well as ensuring compliance with the law. In this context, companies are under a legal obligation to file certain statutory documents, which are registered both in a physical and an electronic form. These records are available for consultation by the public. Non-compliant companies are referred to the Director of Public Prosecutions for appropriate action.

The Business Registration Act 2002 provides for the registration of persons carrying on businesses in Mauritius and for their business names. The allocation of a single business number and the issue of a Business Registration Card is also provided. A Central Business Registration Database, (CBRD) consisting of all updated entries of records is maintained by this office and records are open for inspection by the public. Other Ministries and Departments have direct access to this database.

The Code de Commerce 1985 and the Code Civil regulate partnerships. Civil and Commercial Partnerships are registered under the “Code” and the Companies Division also provide records regarding partnerships for consultation by the public.
The efficiency of the service is high on the agenda of the office. The officers are efficient in their dealings and understand the need of each and every customer who calls at the office. They are friendly, helpful and courteous.

In order to obtain satisfaction and recognition, the Companies Division has tracked down major problems that hinder high performance, continuous improvement and customer expectation. This has been possible, through survey, complaints mechanisms and feedbacks from customers calling at the office. Customers of the Companies Division require complete and accurate information that is easily understood. They also are in quest of prompt and rapid service. Their time spent at the office is reduced to the minimum. Long queues are avoided.

Our customers include not only the general public, professionals operating in the business community, such as Chartered Secretaries, Chartered Accountants, Barristers, Attorneys and Management Companies, but Representatives of Ministries and parastatal bodies also call at the office. The Companies Division have always endeavored to find solutions for all difficulties encountered by them.

What is the initiative about? (the solution)
In line with Government’s objective to reduce movement of people, the Companies Division has adopted the motto of “moving Data to People”. Achieving excellence and exceeding our customers’ expectations is our mission. Our objective is to build an inseparable relationship with our customers by understanding their needs and delivering services that they truly value. Thus, an enquiry counter has been established in order to provide on the spot information to members of the public wishing to set up a company or a business and also to attend to queries about the various provisions of the Law. A helpline has been put in place to address customers’ needs. A suggestion box has been installed to collect feed back from the public regarding the services offered and to improve the system. Following suggestions from the public, it was decided to issue certified copies of applications for incorporation of new companies together with the certificate of incorporation free of charge. This facilitates any procedures they may require to make e.g. opening a bank account, etc. Forms (both prescribed and approved) in accordance with the Companies Act 2001 and the Business Registration Act 2002 are available at the counters and given free of charge to the public or can be easily downloaded from our website. Pamphlets regarding specific topics of the law (e.g. incorporating a company/filing Financial Statements/dissolving a company etc) are but at the disposal of the public free of charge. These documents are written in simple layman language, user friendly and constitute a practical tool for the person who wishes to set up a company. A computer has also been installed in the waiting area to enable the public to access the index of company names, business names, partnerships and the relevant regulation which are enforcd by the Companies Division. To provide ongoing services to the public, a roster system has been set up to enable counters to provide services during lunch time and up till 4.30 pm instead of 3.30 p.m, which is the normal working time for most public offices. In order to facilitate access to the law, specimen of approved and prescribed forms duly filled and documents required to be filed under the Companies Act 2001 are available. A computerised system has been devised for the submission of documents. The members of the public are no longer required to wait while their documents are being checked. The documents are submitted for verification against receipts stating the time delay for their collection. Companies which effect payment of the Registration fee by cheques no longer have to queue up before the Cash office. The cheques are left at the Registry Section, and receipts are forwarded afterwards. A list of all companies and their respective registration fee payable are posted on our website at the end of every year. In order to achieve greater efficiency and considerable reduction of time in the processing of any document, which benefits both the staff and our customers, the office is connected through a central server hosted by the government.

Who proposed the solution, who implemented it and who were the stakeholders?
As the Companies Division is fully aware that reforms have to be brought for an improved delivery of services, solutions have been designed and implemented. The Companies Division headed by the Registrar of Companies and staff have not only identified the needs of the customers but have worked as a team to satisfy them and at the same time strengthening that team spirit which is so important in an organization. The duty of civil servants to serve and help the public in general who are in fact our customers has thus been achieved. Key initiatives for improving service delivery and meeting customer expectations include: · Improved access to services · Commitment to internal and external customer service charters · Closer working partnerships between the office and stakeholders · Market research into customer satisfaction and service improvement. Significant efforts have been made in recent years to improve accessibility. These include broadening the delivery network, upgrading physical access requirements for building and co-locating many separate services under one roof with share facilities and resources. Public awareness about policy changes that affect them have been made through major communication strategies and information provided is accurate, accessible, consistent, understandable and timely. Training on the various laws relevant to the Companies Division were carried out by management. This has led to a better understanding of the laws. Through communication and various meetings, staff was made aware of the importance of good quality service. All these changes would not have been possible, if in the first place, the staff were not sensitized about their role in the Division.

Describe how and when the initiative was implemented by answering these questions
a. What were the strategies used to implement the initiative? In no more than 500 words, provide a summary of the main objectives and strategies of the initiative, how they were established and by whom.
Before the new measures were implemented, it was difficult to avoid long queues but with the introduction of e-government, the Companies Division has been the first public sector to transform and modernize its services. The Companies Division has had to bear the impact of international changes. As the Companies Division deals with local customers as well as international customers, it has made enormous efforts to provide them with a world class service that is fast and reliable. The one day incorporation is one of the major achievements. Technological changes continue to drive the Companies Division towards the use of the most sophisticated and high-tech equipments. Staff has to be constantly trained to respond to the greater expectations of customers, stakeholders and the ever important relationship with Ministers and their offices. The strategies adopted have not been designed for a specific period. Ongoing process for globalization, advanced technology and even mindset of customers are challenges which call for continuous improvement. Even, up to this date, the counters which have been set up, the speed and efficiency of the staff, the accuracy of advice and information given have all resulted in enhancing service delivery and in bringing customers’ satisfaction in serving them.

b. What were the key development and implementation steps and the chronology? No more than 500 words
(b) Traditionally, Mauritian Public Servants see their role as providing citizens with services that are fair, equitable, correctly and lawfully delivered where entitlements under the law are economically and carefully administered with an emphasis on due process. The Companies Division deals actually with 62412 companies With the implementation of the Business Registration Act 2002 in 2006, there are to-date 80500 businesses which have been issued with a Business Card. There are also 16570 ‘Societé’ which are under its administration. As from 2001, The Companies Division brought along numerous reforms which were aimed at making the Companies Division more responsive to customers’ needs. Consequently the objectives of the Companies Division were implemented:- To create a modern and efficient registry for companies and businesses in order to make the corporate sector one of the major players of the Mauritian economy and providing the country with the necessary instruments to compete globally. To provide a modern and efficient framework for companies and persons to carry out their business activities at the onset of the 21st century and to facilitate enterprise development, promote transparency and enhance competitiveness. To ensure that the legislative framework governing our corporate sector is efficient, effective, responsive, user and investor friendly whilst promoting accountability, openness and fair dealing. To act as a facilitator for the creation and monitoring of a modern corporate environment for domestic and international investors to invest in and from Mauritius with confidence. To act as provider of information to other ministries, departments and parastatal bodies

c. What were the main obstacles encountered? How were they overcome? No more than 500 words
(c) The Companies Division focuses on delivery of services. In so doing, continual improvement has to be brought and many obstacles had to be overcome. Change is usually not a welcome initiative for both the staff and the customers of the Companies Division. However, problems encountered should be addressed immediately. Funding was one of the major problems to be overcomed, expenditure for public funds have to be accounted for. However, due to increasing expectations that members of the public should have the opportunity of a good service, the government has endlessly provided the finance needed. The Companies Division has then be enable to equip its office with equipments to enhance service delivery. Another problem encountered was the introduction of new legislation. However, with proper training and clear explanation of the legal framework to the staff the problem has been minimized – Open communication and appropriate level of feedback and sufficient distribution resources of time, personnel and finances have helped to enhance service delivery.

d. What resources were used for the initiative and what were its key benefits? In no more than 500 words, specify what were the financial, technical and human resources’ costs associated with this initiative. Describe how resources were mobilized
(d) The Improvement of Service Delivery in the Companies Division has been a complete success. The efficiency of the service and the cost effectiveness have responded to the expectations of the consumers’ needs. Funds made available to the Companies Division for the setting up of counters, for the buying of equipment as technological tools facilitate individually crafted service packages, particularly through Internet connections. The values and code of conduct of the staff as civil servants have provided real support to carry out their policy advising and program management. In terms of decisions, more demands for wider involvement by stakeholders were encouraged. This had led to a thorough understanding of the laws by the staff – key words like impartial, professional, accountable, fair, effective, diligence and courteous are qualifications attributed to the staff.

Is the initiative sustainable and transferable?
This office was the Grand winner of the Excellent Counter Service Award for the year 2003 first of its kind organized by the government. Following our recognition as a department providing excellent service to customers and other stakeholders, the services of the Office of the Registrar of Companies have been solicited on numerous occasions by various departments to share its knowledge and experience in the field of customer service. The Civil Status Office was the first organization to be provided with an overview of the measures that have been implemented to meet the needs of the public. The Police Department organized a forum where our achievements were brought to light. The Ministry of Women’s Rights, Child Development and Family Welfare also organized a similar workshop where the collaboration of the Registrar of Companies was required. Surprisingly, our reputation as an excellent service provider has gone further than our territorial limits. In fact, the office of the Registrar of Companies has been rather active in the region over past years. In August 2003, our department welcomes delegations of fellow officers from Namibia and Botswana who were seeking advice and guidance for the implementation of their new computerized system. Moreover, the Government of Rwanda is seeking the collaboration of the Registrar of Companies to advise on the setting up of their own registry. All this clearly demonstrates that our contribution to improve service delivery has been and it is hoped will be a continued source of inspiration to other departments locally and internationally. The Registrar of Companies is often called upon by other countries to deliver speeches about our service.

What are the impact of your initiative and the lessons learned?
Generally the expectations of the Mauritian population in terms of prompt, efficient and effective customer service are continually rising. People are asking for services to be accessible in a timely and suitable manner. So measures have been implemented so as to provide customers with services that are fair, equitable, correctly and lawfully delivered. New training methods of the staff have been developed to refocus and enhance existing skill in managing relationship with customers. The training on the various laws that are administered by the Companies Division were carried out by management. This has led to a better understanding of the laws. Through communication and various meetings, staff was made aware of the importance of good quality service. The team spirit was strengthened at the same time , thus providing a prompt and efficient service to the customers’ satisfaction. The Companies Division has extended the opening hours during weekdays to offer longer hours of service to the public locally and abroad. Clear indications are provided to guide the customers to the proper office during peak periods. Additional cashiers are in place to avoid long queues. Before the new measures were implemented, it was current practice that reminders were being sent to customers after due date for fees to be levied. With the introduction of e-government a notice is being published on our website and is being sent to customers individually informing them that the fees will be due soon and that they should arrange for payment at the earliest convenience. Significant efforts have been made to improve accessibility. The one-stop shop policy has been created to bring together services to one stop front. The quality of leaderships throughout the companies division has led to the success of service delivery. Leadership is not just for developing policies, for setting up performance systems and reporting, but in its capacity to build relationships, to address problem and to inspire a sense of purpose and direction and to establish and maintain productive working relationships among the staff, the customers, the stakeholders and the ever demanding relationship with Ministers and their offices. The Companies Division keeps track of rapid changes worldwide. As the Companies Division deals with local customers as well as international customers. it has made enormous efforts to provide them with a service that is fast and reliable.


Institution Name:		Companies Division
Institution Type:		Government Department
Contact Person:		Divanandum Packiry P CHINIEN
Title:		Registrar of Companies and Businesses
Telephone/ Fax:		230-2084117
Institution's / Project's Website:		230-2087263
E-mail:		rocd@intnet.mu
Address:		One Cathedrale Square, Jules Koenig Street,Port Louis, Mauritius
Postal Code:		n/a
City:		Mauritius
State/Province:		n/a
Country:		Mauritius

The Problem

Solution and Key Benefits

Actors and Stakeholders

(a) Strategies

(b) Implementation

(c) Overcoming Obstacles

(d) Use of Resources

Sustainability and Transferability

Lessons Learned

Contact Information